Types of common guest complaints in hotels

By Victoria Lim, Freelance Lifestyle Writer

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People who travel often know that hotel service isn’t always as seamless as they’ve grown to expect. Furthermore, people who do travel a lot tend to notice some things that regular customers maybe wouldn’t. Hotels that do everything in their power to prevent common problems from occurring have a better chance of retaining their customers and keep an undamaged reputation. It’s vital for hoteliers to know how to deal with every situation and train their staff to be up to the task if any of the problems occur. Here’s our list of common issues that hotel guests encounter when staying at a hotel.

Unclean Rooms

This is a common issue with lower end hotels, but a complaint like this can happen even to the best hotels out there. Whether the room hasn’t been adequately cleaned, or there are bed bugs or cockroaches walking around, uncleanliness is one of the biggest reputation killers when it comes to the hospitality industry. I can’t stress enough how fast the word will travel about the problem someone experienced in your hotel, so do your best to prevent this complaint from ever occurring. The best possible way to do that is to train your staff to deal with hygiene on a very high level, regardless of the type of accommodation you’re hosting. You don’t have to be the owner of Ritz-Carlton or Hilton chains to ensure that your rooms are extremely clean.

No Hot Water

Imagine a guest arriving at a hotel, tired from a long trip, only wishing to take a long, hot shower. And to his surprise — there’s no hot water! A guest like this is going to be ringing reception in anger demanding the problem to be solved immediately. This type of issue can really ruin the day for your guests and you can be sure that they won’t be coming back next year. In case the issue is with that room only, offer the guest a transfer to another room and do try to apologize to them by doing something nice for them. A bottle of Champaign or a free massage in the spa would be nice.

Rude Staff

The hospitality industry is such that you just can’t afford to have employees with an attitude. Nasty remarks, laughing to the guests, or even getting into an argument with hotel guests are all happening every day in hotels all over the world. Half of your overall hotel experience comes from the (un)pleasantness of your staff, so do ensure that they are trained properly. The single best way to tackle this issue is to only hire people who can control their temper and who can keep their heads straight even when they’re yelled on. Also, make sure you hire problem solvers as your staff, as there’s nothing more frustrating than when a staff member can’t handle a situation — whatever the situation may be.

Surprises

A guest enters his room and starts unpacking their bags. They open a drawer and find someone else’s shoes inside. This scenario isn’t fiction, it happens all the time because cleaners forget to check everything and the things from previous guests may remain in the room. Another example is when there are unwanted surprises in the form of rats or even bats in the room. It’s vital that you understand how bad this can look for you, especially since everyone these days reads online reviews before booking a room.

Uncomfortable Rooms

This issue can occur due to old mattresses, poor linen, or even bad lighting in the room. The lousier sleep your hotel guests have the more issues you’ll have with them the next day. Try to ensure that the mattresses are always good if you want your guests satisfied in the morning. As for the lights, guests tend to complain that the lighting is bad, or that the lighting tone is bad. You can go for something newer like Azoogi offers, where your guests will be able to control the light the way they want.

Bad Food

There are so many hotel visitors that just despise hotel food and the reason for this is because food can be extremely bad in certain accommodations. With millennials taking over as the major generation though, it’s become more important to focus on the food as they’re more interested in local experiences than just having a good time. There are hotels out there that focus solely on gastronomic experiences, but you don’t have to go that far — just hire a capable local chef that can cook delicious food.

Conclusion

In today’s world words travel faster than light, so sometimes it’ll happen that the whole TripAdvisor community knows about an issue before it even reaches the reception desk. This is why it’s better to prevent any problems than to be ready to solve them, though both are extremely important. By tackling these common issues you’ll have a better chance of giving your guests an unforgettable experience and they might just come back to you the next year.

Victoria Lim

How to deal with guests’ complaints?

No matter how good your service is, there is always going to be someone, who will find a reason to complain. And sometimes, it has nothing to do with your service or the product. Might be that guest is having a bad day and you simply happened to be in the wrong time at the wrong place. Some advice, where should you focus when dealing with guests’ complaints:

Usually, when someone is complaining, they are angry and want to be heard. So, you have to show empathy for the situation. Always listen to what a person has to say. Don’t cut him off, don’t start explanations while the person is still talking. Let them finish. Sometimes just expressing a frustration can already give a relief. Manage your voice tone and pick words carefully. Emotionally heated person can’t cope with certain phrases or actions. Know at least a very basic tactics for anger/stress management.

Always apologize and admit, if there was a mistake done. Even if a guest is mad about something, that has nothing to do with you or even your hotel. Apologize that guest is experiencing bad emotions and ensure that something can be done in order to make them feel better. Various studies show that if the complaints are handled quickly, guests are even highly possible to become loyal. Admitting mistakes show your honesty and can help to solve even the worst situations.

Find a solution. It is necessary to find a way, how to solve a situation. Sometimes a simple «sorry» can do a miracle. People are not always interested to get compensation for some unpleasant situation. But if you can offer an upgrade or something extra (like breakfast, drink, SPA day…), that would also work just fine.

Follow up with the guest. If you solved the situation, don’t leave it as it is. A guest might feel that you just got rid of their problem and pushed them out of your head. Guest (customer) always should be in the center of your «business universe». So even if you solved their issue, ask if now everything is fine, maybe they need something else. E.g. you solved the issue by giving your guest a room with a better view. Next time when you see this guest in the lobby, ask if everything is fine in a new room; if they are enjoying the view; if there is something else they might need.

Exceed guest’s expectations. Even if you follow up with the guest after solving the issue, go the extra mile. When guest will be leaving, offer a discount for a next stay. Or offer complimentary transfer to the airport. Might be that unpleasant incident is already forgotten so these nice little touches will create a very positive attitude towards your hospitality. You admitted your mistake, you solved it and you made right apology gestures for it. Happy good -byes will be the very last impression of your hotel, so make sure that it is pleasant and that it’s not the last time when you see this guest.

Hotel Housekeeping Conversation – For kits for guest without luggage

Reception: Good morning. Reception. May I help you?

Guest: Yes. We are from room 205. We just lost our luggage. We think our luggage went to Paris instead of London. We will never fly with Air France.

Reception: We feel sorry for that. I guess you would need kits right now. Right?

Guest: Yes. You are right. We need one for man and another for woman.

Reception: Hold on a second sir. I am transferring your call to housekeeping.

Guest: Thanks a lot. I am waiting.

(Now receptionist transfers call to housekeeping department.)

Staff: Housekeeping. How may I help you?

Guest: OK. We lost our luggage and want to have two kits, if you have.

Staff: Certainly, sir. May I have your room number, please?

Guest: Yes, we are in room 205. I am Samuel.

Staff: Yes, Mr. Samuel, I am sending 2 kits for you in few minutes.

Guest: May I know what do you have in kits for man and woman separately?

Staff: Well, Mr. Samuel, in the kits for man there are deodorant, a toothbrush, toothpaste, a razor, small aftershave, shampoo, a comb, underwear and socks. For the kits for woman there are deodorant, a toothbrush, toothpaste, shampoo, a hairspray, a brush, a comb, sanitary napkins, panties and tights.

Guest: That’s okay for the time being. How much does each kit costs?

Staff: They are in equal price, sir. Each costs $ 95.

Guest: OK no problem. Send one each then and put the bill in reception for final adjustment.

Staff: All right sir. Enjoy staying with us.

Attitudinal Complaints

Attitudinal problems are often associated with the attitudes and behaviour of the hotel staff. All hotel’s whether it is big or small does come across instances when guest complaints about impolite, unprofessional and indifferent behaviour of staff members of the hotel.

The moment an employee disagrees with the guest, his conflict with the guest begins which leads to guest complaints. Guest may express attitudinal complaint when they feel insulted by rude or tactless hotel staff members or sometimes guest overhears staff conversations or who receive complaints from hotel staff members. Managers and supervisors should listen and attend to the complaints and problems of the guest. This can be especially critical to maintain good guest relations.

Examples of guest complaints due to staff attitude:

No one smiles around here.
What a rude waitress.
The front desk clerk was not very friendly.
Staff showing a lack of skill and sensitivity in dealing with guests.
Guests feel insulted by rude hotel staff members.

Script 1 – Successful Hotel Room Reservation Conversation in English

Background: The receptionist of Hotel XYZ is talking over telephone to a guest regarding a possible room reservation. The guest wants to reserve room for her husband. Carefully look at their dialogues:

Hotel Receptionist: Good Evening. Hotel XYZ (Name of the Hotel), Reception. How can I help you?

Guest: Ok. I would like to book a room for next week.

Hotel Receptionist: Sure, Madam. May I know the specific date for the reservation?

Guest: Why not? I would like to reserve a room from the 5th of April for 5 days.

Hotel Receptionist: What type of room do you like to reserve, mam?

Guest: Well, a double-bedded room with AC and other facilities at least.

Hotel Receptionist: Thank you madam. Just give me a minute, let me check. (After few seconds) Yes, a few double bedded rooms are still vacant on 5th April. Do you prefer a room with the view of the swimming pool or the hill madam?

Guest: Oh both are nice. But I like nature most. I guess hill view will be splendid. Right?

Hotel Receptionist: Sure madam. Your room tariff will be US $90 per night including taxes with the complementary breakfast at our ABC (Name of the restaurant) restaurant. Is it ok?

Guest: Hmm .. yes.

Hotel Receptionist: May I have your name please?

Guest: Yes. I am Stephany Rose.

Hotel Receptionist: How do you spell your name, Ms. Stephany?

Guest: It’s S-T-P-H-A-N-Y and then R-O-S-E

Hotel Receptionist: All right, Ms. Stephany. Let me have your address, please?

Guest: 257 Park Avenue South, New York, NY 10010, USA.

Hotel Receptionist: May I have your contact number, madam?

Guest: Yes.917494-4476

Hotel Receptionist: I repeat 917494-4476. Am I right?

Guest: Absolutely.

Hotel Receptionist: So, a double room is booked for you MS. Stephany Rose from 5th April for 5 days with the hill view.

Guest: Yes, that’s right. May I ask you for a special favor?

Hotel Receptionist: Sure, madam. What can we do for you?

Guest: Actually 5th April is my husband’s birthday. Could you arrange a nice flower bouquet for him in the room as a pleasant surprise?

Hotel Receptionist: Certainly mam. It will be our pleaser to provide you with the complimentary flower bouquet for the occasion. Don’t worry. Be assured that we will also decorate the room in best possible way. I hope sir will be surprised and happy.

Guest: That is so nice of you. Thanks.

Hotel Receptionist: You are most welcome, madam. We look forward to receive you on 4th April.

Guest: Yes. Good bye.

Hotel Receptionist: Good Bye, Mrs Stephany. Have a pleasant day.

Hotel Housekeeping Conversation – Asking for Special Service

Staff: Good afternoon. Housekeeping. May I help you?

Guest: Yes, I am John William from 403. Do you know who can provide me special service for tonight?

Staff: OK, Mr. William. What type of special service do you require?

Guest: Well, first of all I need to ask for a limousine to pick up my fiance from the heathrow airport this evening and a huge bouquet of flowers for her birthday. I need to check whether some one can also bring the birthday cake for me from the Harrods.

Staff: Ok sir, it will be our pleasure to offer special services to our valued guests like you. Would you please tell us when we need to pick madam up from heathrow? I mean, what time do you need the limousine?

Guest: She is coming here at 7.15 PM with AC877 from Toronto. So, keep the limousine ready for me by 6.45 PM.

Staff: We will ensure you the time and will inform you the chauffeur’s name in few minutes, Mr. William. What about the flower bouquet? Do you have any fascination for any particular flower?

Guest: Not at all. But it must be good combination and look fresh and big in size.

Staff: Ok, don’t worry about it. And last but not least, what’s the time for the delivery of the cake from Harrods, sir?

Guest: Any time after 7.15 PM. Just you have to ensure that everything will be ready in my room before she arrives.

Staff: Sure, I can understand sir. You will be delighted with the arrangements. The hotel will provide some complimentary gifts for her as well. We always offer service to our guests to their complete satisfaction.

Guest: Umm….I hope so. Thanks.

Staff: You are Welcome, Mr. William.